Inbox

This guide will help you setup your inbox to prepare to support customers and give you guidance on how to use the tools available to support customers on the day to day.

The Inbox module in Yola serves as the central hub for managing customer interactions. It unifies chats with your Chatbots, Livechats and Tickets into a single interface, providing agents with the tools to deliver efficient, personalised support. With features like split-screen mode, canned replies, and advanced writing and live translation tools, Yola’s Inbox simplifies communication while boosting agent efficiency.

Setting Up Your Inbox and Getting Ready to Support Customers

1. Customise Inbox Views

   Create Inbox Views to focus on the most relevant messages for your team.

2. Set Up Agent Aliases

   Enable aliases for agents to use alternative names when chatting with customers. Configure aliases in Account Settings to align with your brand's tone.

3. Set up Canned Replies

   Respond quickly to common inquiries with pre-written messages. Access canned replies via the conversation input bar.

4. Enable Profile Iframes

   If enabled, the Profile Iframe tab appears in conversations, offering additional customer context directly in the Inbox.

5. Set Up Banning Rules

   Configure ban reasons and rules in your sub-company settings to manage abusive customer behaviour effectively.

Communicating with Customers

1. Chat with Customers

   Click on a Livechat or Ticket to open the conversation thread in the middle panel. Use the right sidebar for customer details, notes, tags, and history.

2. Use AI-Enabled Writing Tools

   1. Fix Spelling & Grammar: Ensure professionalism in communications.

   2. Modify Writing: Adjust tone, length, and complexity to fit customer needs.

   3. Change Tone: Use options like Professional, Friendly, or Casual to match your brand voice.

   4. Live Translation: Communicate in multiple languages in real-time.

3. Take Over or Transfer Conversations

   • Take ownership of a Livechat or Ticket by clicking Takeover & Send in the input bar.

   • Transfer conversations to other agents or teams using the More Options menu.

4. Resolve or Close Conversations

   Mark chats or tickets as resolved via the More Options menu or the Status dropdown.

5. Split-Screen Mode

   Open up to five conversations simultaneously for multitasking.

6. Create Internal Notes

   Switch to the Notes tab to add internal-only comments visible to your team.